Digital CX Specialist

Digital CX Specialist

Main Duties and Responsibilities

• Analyze user behavior across digital platforms using advanced data analytics tools.
• Gather and synthesize real-time user feedback using user-centered design methodologies.
• Develop and implement customer experience strategies aimed at enhancing user engagement and satisfaction.
• Collaborate with cross-functional teams to ensure user insights are embedded into the design and development processes.
• Create intuitive, accessible, and innovative interfaces adhering to best practices in usability, accessibility, and responsive design.
• Provide informed recommendations and contribute to design and implementation.
• Monitor the effectiveness of CX initiatives using data analytics and performance metrics.
• Integrate emerging trends and technologies to maintain a competitive edge in delivering superior customer experiences.
• Act as an advocate for the customer within the organization, promoting a culture of user-centric thinking and decision-making.
• Provide training and support to internal teams on best practices for customer engagement and experience enhancement.
• Prepare detailed reports on user behavior, engagement metrics, and CX findings.
• Present key findings to stakeholders, driving strategic decision-making through data-driven narratives.

Education and Experience

• Bachelor’s degree in marketing, User Experience Design, Psychology, or a related field.
• Minimum of 6+ years of experience in customer experience management.
• Hands-on experience with tools like Google Analytics, Hotjar, Adobe XD, or Figma for tracking, analyzing, and visualizing user behavior and insights.
• Eligibility for this position is restricted to UAE Nationals only.

Self-Management Responsibilities

• Defines performance goals at the start of the year in discussion with the Line Manager and ensures that the goals are achieved during the course of the year.
• Identifies the training and development requirements for self and agrees on them with the Line Manager to ensure that the required trainings are arranged and attended.
• Strives to achieve the highest levels of proficiency on all the competencies and skills required to perform the role.
• Keeps abreast of professional developments, new techniques and current issues through continued education and professional growth.